Our response times & support hours
A clear overview of when we're available, how quickly you can expect a reply, and what to do if something is truly urgent.
- Difficulty
- Beginner
Knowing when to expect a reply makes working together much easier. This guide explains our working hours, how quickly we respond to different kinds of requests, and what to do in an emergency.
Quick summary
We respond to most messages within one business day. Urgent site-down issues get same-day attention. Our standard hours are Monday through Friday, 9 am to 5 pm Central Time. Use ClickUp or email support@chykalophia.com for all requests.
Response-time guarantees apply under contract
The response targets in this guide are the standard service levels for clients on an active contract — The Boring Stuff, a project engagement, or a Fractional CTO/CMO retainer. Non-contracted requests are handled when capacity allows.
Our working hours
We work Monday through Friday, 9 am – 5 pm Central Time (CT).
We are closed on US federal holidays and during any planned closures we communicate in advance.
Messages sent outside these hours are read and acted on the next business day. You are always welcome to send a message any time — we just won't see it until we're back in the office.
Response time guidelines
Different requests have different urgency levels. Here's what to expect:
| Request type | Target response time |
|---|---|
| Site completely down or broken for all visitors | Same business day — we prioritize these |
| Security concern (suspected hack or malware) | Same business day |
| Standard bug report or content problem | Within 1 business day |
| New work request or change request | Within 1–2 business days |
| Question or general message | Within 1 business day |
| Quote or proposal request | Within 2–3 business days |
These are targets, not guarantees. Some issues require investigation before we can give a meaningful reply. We'll always acknowledge your message quickly even if we need more time to investigate.
Response time vs. fix time
Response time means when we reply to you — not how long a fix takes. Complex issues may need investigation or development work. We'll give you an estimated timeline once we understand the scope.
What counts as urgent
Urgent means something is broken right now in a way that is actively hurting your business.
These things are urgent:
- Your website is completely inaccessible to visitors.
- A payment or checkout flow has stopped working.
- You suspect your site has been hacked.
- A launch or campaign is live and something critical is broken.
These things are not urgent (but still important):
- A typo or small visual issue.
- A feature you'd like added.
- A question about how something works.
- Content you'd like updated.
How to flag an urgent issue
Send a message in ClickUp with "URGENT" at the start of the title or message.
If you don't have ClickUp access, email support@chykalophia.com with "URGENT" in the subject line.
Describe what's wrong in a sentence or two — what page, what the problem is, and when you first noticed it.
Flagging something as urgent when it isn't urgent slows things down for everyone. If you're unsure, it's fine to ask "is this urgent?" and we'll help you prioritize.
After-hours and weekend issues
We do not currently offer 24/7 emergency support. If a critical issue happens outside business hours:
- Send a message in ClickUp or email support@chykalophia.com marked URGENT.
- We check for critical alerts and will respond as soon as possible.
- If your site is hosted on a managed hosting platform (like Flywheel, WP Engine, or Kinsta), you can also contact their support directly for infrastructure-level emergencies.
If you're on an active care plan with us, refer to your plan agreement for any after-hours provisions specific to your arrangement.
What affects response time
A few things can affect how quickly we can respond:
- Volume of requests. We serve multiple clients — busy periods may add a small delay.
- Information quality. Clear reports with screenshots are resolved faster than vague ones. See How to report a problem.
- Scope. Some issues need investigation before we can respond with substance.
- External dependencies. Some fixes depend on third-party platforms (hosting providers, payment processors) whose response times we can't control.
Common questions
I sent a message two hours ago and haven't heard back. Should I follow up?
Please wait until the end of the current business day before following up. Most messages are answered within a few hours during the business day, but some require investigation first. A single polite follow-up is always fine if you've passed the expected window.
Can I call or text for support?
For technical support, ClickUp and email are the best channels. They ensure your request is logged, seen by the right person, and tracked. Phone and text are fine for a quick conversation about non-urgent topics — see Who to contact for what for guidance.
What time zone should I use when thinking about response times?
We operate on Central Time (CT). So "next business day" means the following business day in CT. If you're in a different time zone, keep that in mind when calculating.
Do you work on weekends?
We do not have standard weekend support. Urgent weekend messages are seen when someone checks in, but we cannot guarantee weekend response times. If uptime is business-critical 24/7, talk to us about hosting options that include round-the-clock infrastructure support.
Related guides
- How to report a problem with your site
- Who to contact for what
- How we communicate (ClickUp, email, calls)
- When & how to request emergency support
- How to request new work or changes
Need a hand?
Last updated
How to report a problem with your site
Learn the fastest way to tell us about a bug, broken page, or anything that looks wrong on your website so we can fix it quickly.
Working with us in ClickUp
Everything you need to know about using ClickUp as a Chykalophia client — from getting your invite to approving work and submitting requests.